Veterinary Science: Business Operations and 21st Century Skills

Professionalism

The set of attitudes and behaviors that make you trustworthy and effective in a workplace.

Reliability

Doing what you said you would do, on time, and owning mistakes.

Boundaries

Protecting patients, clients, and staff by maintaining professional relationships.

Ethical conduct

Prioritizing animal welfare, client autonomy, and honesty in records.

Delegation

Matching risk level and complexity of tasks to trained and authorized team members.

Employability skills

21st century skills that transfer across jobs, such as communication and collaboration.

Client-centered communication

Focusing on the client’s perspective while advocating for the animal.

Teach-back

A method to confirm client understanding by asking them to repeat information.

Informed consent

A process ensuring clients understand their options and costs before making decisions.

Psychological safety

An environment where team members can raise concerns without fear of retaliation.

Process conflict

Conflict arising from unclear responsibilities or protocols.

Standard operating procedures (SOPs)

Written, agreed methods for performing tasks to reduce variation.

Quality improvement (QI)

The continuous process of making care safer and more efficient.

Risk management

Identifying potential risks and implementing controls to prevent harm.

Financial literacy

Understanding how money flows through the business and supporting sustainability.

Revenue

Money coming in from services and products.

Costs

Money going out for expenses such as staff wages and supplies.

Profit

The remaining money after costs, necessary for reinvestment and sustainability.

Inventory management

Ensuring the clinic has the right items in the right quantities at the right time.

Par level

The target quantity of inventory you want to have on hand.

Lead time

The time it takes to receive an order after it's placed.

Reorder point

The inventory level at which a new order should be placed.

Digital literacy

The ability to accurately and safely use digital systems in practice.

Medical records

Professional tools supporting continuity of care, legal defensibility, and billing accuracy.

Practice management system (PMS)

A system that integrates scheduling, billing, and medical notes.

Telehealth

Remote veterinary consultations requiring clear documentation.

Service recovery

The process of addressing and resolving client complaints.

Brand

The expected experience clients have with a clinic.

Value proposition

The reason clients should choose a specific clinic over others.

Client retention

The ongoing efforts to keep clients satisfied and returning.

Key performance indicators (KPIs)

Metrics used to measure and track operational performance.

Entrepreneurship

The process of proposing improvements that add value within a business.

Intrapreneurship

Practicing entrepreneurship within an organization by proposing ideas and improvements.

Compassion fatigue

Emotional strain resulting from the demands of caring for animals and clients.

Documentation

The practice of recording information to ensure clarity and continuity of care.

Critical thinking

The ability to notice abnormal findings and anticipate risks.

Adaptability

The ability to adjust to new conditions and manage stress effectively.

Collaboration

Working together with teammates and clients to achieve shared goals.

Confidentiality

The duty to protect client and patient information from unauthorized access.

Client education

The process of informing clients about their pet's care and treatment options.

Documentation errors

Mistakes made in recording medical information that can lead to complications.

Cybersecurity

Practices to protect electronic information from unauthorized access or breaches.

Incident reporting

The practice of documenting adverse events to improve safety and protocols.

Workflow mapping

Visualizing the process of patient visits to identify and eliminate bottlenecks.

Triage

The process of sorting cases by urgency based on their medical needs.

Communication style

The manner in which information is expressed during interactions.

Expectation gaps

Discrepancies between client expectations and actual service delivery.